2016 has been the year of Artificial Intelligence and machinelearning. With the year being almost at an end, let me chime in to the gang of pundits who venture into prediction land and pronounce what we get out of our glass balls. So here are my 5 plus 2 bonus ones.

AI gets mainstream in Consumer En...

As our (digital) lives circle more and more around mobility, and consequently the mobile phone, the questions around communication-, and in particular around service- and support channels become more interesting by the day. Facebook triggered what can be dubbed a little revolution when opening its m...

Sparked by an article by Bob Thompson, titled You had me at “Treat Customers as People” about Kustomer, a new kid on the customer service block, I ventured to reach out to founder Brad Birnbaum and his team to get some more information. After all the customer quadrant of software is quite crowded, a...

Finally, the much-anticipated Forrester Wave on CRM Suites for Mid-Sized Businesses Q4/2016 has been published by Kate Leggett and her team at Forrester Research. Besides the usual suspects Oracle, Microsoft, Salesforce, and SAP it covers 7 more vendors that fulfil Forrester’s definition of a CRM su...

Today’s customer is impatient. They want – and have the right to – get answers to their questions and concerns about a company’s products and services without being in the need to preform lengthy searches or to dig around. This holds true for pre-purchase questions as well as to post-purchase q...